Not Getting Attachments Through System

  • Resolved tannetoni

    (@tannetoni)


    4 years, 9 months ago

    We’ve had several clients submit attachments with their tickets, but we are not receiving them on our end.

    Our host allows 128MB as a default. We limited the uploads for tickets to 1MB, so there should be no conflict here.

    Would you mind letting me know what would cause us to not see any attachments on the tickets? (Btw, the settings are set to allow attachments).

    Thank you,
    Toni

    The page I need help with: [log in to see the link]

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Author yeisonbp

    (@yeisonbp)

    Hi @tannetoni,

    I made some tests in your sites and saw your issue. Now, you would need to do some troubleshooting to identify the cause of this issue. Try to switch to a default WP theme. If the issue continues, deactivate your other plugins to see if the issue continues. Then, activate one by one until one of them shows that creates the issue.

    Also, please go to tickets – settings – File Upload tab and check that the file formats are added in the “Allowed Field Types” field.

    Regards.

    Thread Starter tannetoni

    (@tannetoni)

    What was the issue? You stated you saw the issue but didn’t identify what the issue was?

    I’m using WP Page Builder Framework Pro, along with Elementor Pro – the only other plugins are the Awesome Support and Awesome Support Custom Status plugins and the Classic Editor. If your plugin can’t work with those, then there’s a real big problem here.

    Also, the allowed types of file uploads is already added (jpg, jpeg, png, pdf, doc, docx, xls, xlsx).

    Plugin Author yeisonbp

    (@yeisonbp)

    Hi @tannetoni,

    What was the issue?

    I apologize for the misunderstanding. I mean that I visited your site and saw that the attachments are not shown after submitting the ticket and no error is shown to the user when that happens.

    Regarding the troubleshooting, we would need to identify the cause of the files not uploading. Did you try to switch to a default WP theme? Also, you can turn on the debug flags, try to upload an attachment in a ticket and send us the messages that might be generated by the debug.log file?

    Here are the instructions to get the debug.log file:

    Debugging in WordPress

    Regards.

Viewing 3 replies - 1 through 3 (of 3 total)
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